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Forum|Forum|2 years ago

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JillianNew Participant

Custom Report filter "Created by" for TicketsSubmitted

One of the ways our team is currently helping to audit and improve AI answers in our environment is by reviewing all AI-only chats, then creating a ticket for our internal team to review and update guidance and our knowledgebase. This is one of the metrics that our team is being scored on. We are struggling with providing a quick, easy way for the team to be able to see their count of tickets created for the month, as there is no way to filter “New Tickets” by “Created by” in the custom reports. Even with the new Monitors feature (in Beta), we will still need to be able to track this. n We’ve also explored using Views, but without manipulation of the view each time, it’s impossible to see a count of the number of tickets created for the month.

Forum|Forum|5 months ago

Marianna TNew Participant

Fin to be able to view all conversation threads with specific userSubmitted

In some cases user might have been contacted proactively by our team already and in case same user is opening a new conversation thread with Fin, Fin can’t see or advise the user that we already contacted them about this issue. It’d be helpful if Fin could see all open and recently closed conversation threads with the specific user.

Forum|Forum|5 months ago

Michelle MeleckNew Participant

Sound notification managementSubmitted

Being able to edit and assign a different sound notification to brand new tickets and old tickets replies.

Forum|Forum|5 months ago

Valeriia HoiNew Participant

Expanding the list of languages in the "Switch language" featureSubmitted

We kindly ask you to add Kazakh and Uzbek languages to the existing list.

Forum|Forum|5 months ago

Ashley AndersonNew Participant

Stop unassigning agent when you change the team.Submitted

Please keep the assignee when you change the team for a conversation. If the assignee is still in the group that is being changed to, there’s no reason to unassign them everytime. For example, if I switch the Team Inbox, the assignee is removed from the conversation, and then you have to reassign it. This also affects reporting metrics. Looking like more assigning and change of assignment is happening than what is actually happening.

Forum|Forum|5 months ago

Daisy ZavalaNew Participant

Automatic Hyperlinking of Pasted URLs in Conversations & TicketsSubmitted

I’d like to request an improvement to how URLs behave in conversations and tickets.Currently, when we paste a link into a conversation, it doesn’t automatically convert into a clickable hyperlink. We have to manually format each URL to make it clickable for customers. Since we frequently share help center articles and links to sections in our app, this adds an extra step to most of our replies.While it seems small, this creates friction in a high-volume support environment: It adds time to every response Slows down agent efficiency Increases the risk of forgetting to format the link Creates inconsistency in the customer experience This would be a meaningful quality-of-life improvement for support teams that rely heavily on sharing links.

Forum|Forum|5 months ago

CandyceNew Participant

Customizable Keyboard ShortcutsSubmitted

Today, we are testing using Messenger in our apps. While doing so, it obviously warranted for a ton of “Test Conversations” that needed to be categorized as so (We use conversation attributes) which also warranted in having to go through each conversation and change each attribute. Doing this, I finally implemented using the Reusable Workflow feature which ended up cutting the time in half. This ended up sparking the idea to see if Intercom had the feature for either a pre-made shortcut for Reusable Workflows (other than “Ctrl + K” for the menu then searching for it), or a way to make a shortcut for it :)Then, of course, a thousand more things popped in my head as to why the customizable shortcuts would be FANTASTIC.

Forum|Forum|5 months ago

MartinNew Participant

Allow auto-focus of cursor when collecting user data in a messageSubmitted

The current user experience when collecting data in free-text is quite clunky - the user needs to click into each field to type their reply rather than immediately being able to type (which would be expected behaviour from the user perspective)

Forum|Forum|5 months ago

Jake SpirekNew Participant

Views: Ability to duplicateReleased

Please allow us to duplicate views because it’s a pain to recreate a ton of different versions of the same view just to swap out one filter like assignee.If we had the ability for a dynamic assignee filter like this request, then this would be less crucial.

Forum|Forum|5 months ago

Danielle MoermanNew Participant

Ability to create a content showcase without a imageSubmitted

Requesting the ability to create a content showcase like an announcement without having to use an image. We are using this to announce registration for a learning workshop, and an image is not needed. But I cannot use the announcement feature because it requires an image. Right now, my only workaround is to use a job listing option to make this work without an image. It works, but not ideal.

Forum|Forum|5 months ago

Danielle MoermanNew Participant

Improve report analytics for articlesSubmitted

Would love improved analytics in the reporting area for articles. Right now I have a favorite report set up, but all I can pull is who viewed the article, total views, views by day, and article engagement. I’d love to break this down further, as I oversee the training department, and isolate articles that are just related to training or to specific workflows I set up for training.

Forum|Forum|5 months ago

PrincessNew Participant

Remove the "Reply buttons"Submitted

I suggest adding an option in the workflow, “When a customer opens a new conversation in Messenger,” that allows the customer to start typing immediately after the welcome message, instead of presenting buttons for mobile apps. This would be very helpful for us, as we are aiming to avoid buttons and let users interact by typing directly instead of adding at least one button.

Forum|Forum|6 months ago

Pamela Van GasseActive User

Cooling down period between phone callsSubmitted

It would be good to be able to configure a cooling down period for teammates who answer phone calls.This cooling down period would allow them to document the call and even update other teams.At this moment they are assigned a new call immediatly after the previous one.

Forum|Forum|6 months ago

Addie RutterNew Participant

Auto-Assign based on shiftsSubmitted

We have a team of 18-ish and we want to auto-assign chats. However, our team has “shifts” of Intercom and other shifts where they are doing other things throughout the day. We can’t use auto-assign without everyone having to go in multiple times a day and setting themselves as “Away”. I would love to be able to set up shifts for teammates. Example -- Joe takes chats M,T,Th 10am-1pm, WF 2-5.

Forum|Forum|6 months ago

Andrii FedykActive User

Webhook when message is translatedSubmitted

Hello,Currently, there is no way to receive message translations in real time. Each time an operator replies, integrations must retrieve the entire conversation via a REST API request. This approach is not scalable when handling a high volume of messages.Providing a webhook that includes message translations would greatly simplify the integration and reduce unnecessary REST API calls.

Forum|Forum|6 months ago

PaytLauraPNew Participant

Customize text for feedback in help articlesSubmitted

Our help center is in Dutch. At the end of each article, feedback is asked in the form of emojis:However, this feedback is asked in formal Dutch (uw vraag instead of je vraag), which is not in line with our tone of voice as a company.Two possible solutions that would work for us;Make the text customizable Make it possible to turn off this feature altogether

Forum|Forum|6 months ago

Sahar Golchin FarConnector

Unsnoozed conversation on offline agentsReleased

Hi,We’re running into an issue where, after a snooze period ends or when Jira comments unsnooze a conversation, the conversation reopens under the agent who is currently away. This leaves a pile of unattended conversations.Just like the Reassign replies toggle ensures new replies are routed back into the queue, we think unsnoozed conversations assigned to an away agent should also be reassigned so another agent can pick them up.I see there are other clients above that have the same problems.

Forum|Forum|6 months ago

SamLewinNew Participant

Assignment Limit Based on Team InboxReleased

Hi Intercom, We want to set up our inbox so that certain team inboxes have a different assignment limit to the workspace as a whole. This is because some of our work is different in nature, some easier, some longer-winded, and some quick fixes that can be solved multiple at a time. Please consider this as a new feature!

Forum|Forum|6 months ago

Noël SmootNew Participant

Ability to delete notes added onto a User ProfileReleased

Would love to be able to clean up user notes added to user/lead profiles. In our workspace we have instances where there are 50+ notes on one profile that are no longer relevant. Updating the note to a ‘-’ isn’t ideal in those cases, an archive option would be amazing!

Forum|Forum|6 months ago

Angel HorowitzActive User

Reporting - Add "and/or" Filter OptionsSubmitted

Problem to Solve:Everywhere else (workflows, proactive support, etc) gives the option to filter with both “and/or” statements vs. just “and”. It makes it extremely difficult to filter the reports to the specific information we need, especially when we’re working with a number of products within one workspace. Request:Add the option for “and/or” filtering to both the main report/dashboard, as well as the individual charts, and also the Intercom pre-made reports. Examples:Automations / Workflows: Segments: Proactive Support:

Forum|Forum|6 months ago

Pamela Van GasseActive User

Ticket team assignmentSubmitted

At this time it is only possible to create a workflow that is triggered when a conversation is assigned to a team. However, this doesn’t work for teammate assignments or with ticketsIt would be nice to have be able to create a workflow that is triggered when a ticket is assigned.

Forum|Forum|6 months ago

Darjus SaksonConnector

SLA reporting based on company nameSubmitted

It is must to have SLA reporting based on customers attributes, company name and etc.How in different way check hit rate for customers, specially if you have agreements with customers.SLA is agreement between supplier(support) and customer, no way to filter base on it it is nonsense.

Forum|Forum|6 months ago

alexheidiNew Participant

Fin Proactive Conversation Spike DetectionSubmitted

Karl from Intercom shared a great post about retrieving the incident.io API for Fin. But in rare occasions, Customers beat the team, or engineering to the report, I’d like to suggest a sentiment check against last 5 messages, last 10 messages. Fin could be the “canary in the coal mine”Fin should be able to self assess, and if it sees the same questions asked many times, it should go into “Investigating” mode, message the Incident team in Slack, start handling support without general help centre.Change tone to recommend troubleshooting, but set expectations that you are currently investigating several users with a similar query, so will update if this is found to be something broader. The product should allow orgs to set their own Medians, and defect rates.

Forum|Forum|6 months ago

Uzoma EgbuchulamNew Participant

Allow filtering by daySubmitted

You should be able to select specific days of the week that you want to report on. For example, I want to look at the YTD data for tickets that come in on Saturday/Sunday (in aggregate). I know you can partially do this in the heat map view, but the other standard views should allow you to segment by specific days and have the reports display day of the week instead of the date of the specific day. E.g Monday instead of December 1st.

Forum|Forum|6 months ago

Nicholas GrahlNew Participant

Checcklist Goal Completion Event based on Celebration screen.Submitted

Creating an overall checklist goal for anyone to use based on the final celebration would be useful and no development would need to get involved. Potentially, saving millions of dollars over the years for many companies. Right now, you must setup an attribute or event which many times requires development to get involved causing that feature to cost more than it appears to cost.

Forum|Forum|6 months ago

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